Contact us about fares & payments

Frequent questions about Oyster

How do I touch in and out correctly?

Tube, DLR, London Overground, TfL Rail and National Rail services - Touch your Oyster card on the yellow card reader at the start and at the end of your journey. If you don't touch in and out, you may have an incomplete journey and be charged a maximum fare

Buses and trams - Touch in at the start of your journey

How do I reset my Oyster online password?
Select forgotten password and enter your username and postcode, a password reset email will be sent to the address in your account.
If your postcode is not accepted, use our online form or call us on 0343 222 1234* to request a password reset. You will need to confirm your Oyster card number and security answer.

How can I get a reminder of my username?Select forgotten username and enter your email address and postcode. If your postcode is not accepted, use our online form or phone us on 0343 222 1234* to request a reminder. You will need to confirm your Oyster card number and security answer.

How can I get a statement of my Oyster card journey history?Sign in to your online account to see the journeys you've made right up to the end of the previous day. You can see up to the last eight weeks of journey history and select which period you want to view. You can also have your journey history emailed to you on a weekly or monthly basis. You can only see your journey history from the day after you sign up for an Oyster online account.Find out more about Oyster online.
If your Oyster card is registered, but you don't have an online account, please use our online form or phone us on 0343 222 1234*. You will need to give us your Oyster card number so we can send you your journey history.

Social media & email updates

Frequent questions about contactless payment cards

How do I touch in and out correctly?

Tube, DLR, London Overground, TfL Rail and National Rail - Touch your contactless payment card on the yellow card reader at the start and at the end of your journey. If you don't touch in and out, you may have an incomplete journey and be charged a maximum fare

How do I apply for a refund?You can apply for a refund in your online account
When you sign in to your account, you will be able to see on the account overview page and if you can apply for a refund.Find out about applying for refunds through your account.
If you have a travel charge on your card issuer statement from TfL, but you don't use a contactless payment card to travel, you may have been affected by card clash. You can phone us on 0343 222 1234* - select options 1 and then 4. You will be asked to enter your contactless payment card number, expiry date and CV2 number. Our advisers can see your journeys and apply any refunds due.
Find out more about wrong card charged.

How do I prevent card clash?
To prevent card clash you should keep your contactless payment and Oyster cards separate when you touch in and out. You should only touch the card you want to pay with on the yellow card reader.
Find out about card clash.

How do I query a travel charge?
If you have any queries about the charges on your contactless payment card, you can contact us using the details below.
If you have signed up to a TfL online account, you can sign in to see your detailed journey history.
If you have not signed up for an online account, you can sign in as a guest to see your last seven days journey history.
If you see charges that you do not recognise, call us on 0343 222 1234*.
Find out about card issuer statements.

Frequent questions about the Tube

What times are peak and off-peak on the Tube?
Peak times are Monday to Friday 06:30 to 09:29 and 16:00 to 18:59, public holidays do not have peak times. It's cheaper to travel off-peak
Find out how much Tube fares cost.

What is the Turn Up & Go service?
London Overground offers a 'Turn Up and Go' service. This means that disabled and vulnerable people needing assistance can arrive at stations and have staff help them without being asked to book in advance.
Find out more about the 'Turn Up & Go' service.

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Frequent questions about TfL Rail

Why is TfL taking the Liverpool Street to Shenfield services so early?
The early transfer gives the operator time to train staff to support the introduction of the new trains, as part of a staged opening of the Crossrail route.
See the Crossrail opening programme.

What changes/improvements can passengers expect to see from May 2015?
When we take over, you'll see some improvements straight away, find out the benefits.

Social media & email updates

Frequent questions about Santander Cycles

How can I contact Santander Cycles?
You can find our contact details listed below.
To report a lost or stolen key, call the contact centre on 0343 222
6666* immediately to prevent any extra ride charges.

Where are the docking stations?
There are more than 10,000 bikes at over 700 docking stations situated every 300 to 500 metres in London. Find a docking station near you.

How many times can you take out a cycle in one day?
You can hire as many times as you like within the bike access period you have purchased. Once you have returned the bike to a docking point you will need to wait five minutes before hiring another bike.Find out how Santander Cycles works.

Email updates

Frequent questions about river travel

Can I use my Oyster card on river services?
Oyster pay as you go is accepted on MBNA Thames Clippers River Bus services and customers get 10% discount off standard tickets (except route RB6). Oyster pay as you go is not accepted on River Tour services.

If your Oyster card includes a Travelcard (or you have a paper Travelcard) you can get a 1/3 off standard advertised adult and child fares on River Bus services and most sightseeing River Tours. Just show your Oyster card at the pier ticket office.

Where can I buy tickets? How much are they?
You should buy a ticket from a pier ticket office before boarding or in advance online from the boat operator's website.
If you are using MBNA Thames Clippers, you can also use their smartphone ticketing app or purchase tickets on board if the ticket office is shut.
Find out more about river fares.

What journeys can I make on River?
Go to Timetables, select 'River' and find all the routes available.

How can I plan my journey?Plan a journey - if you want to travel by River only, select 'Travel options & accessibility' and deselect all other modes of transport.

Is the airline accessible for disabled passengers?Yes, the Emirates Air Line has step-free access and is accessible to most wheelchairs, including motorised wheelchairs and mobility scooters. Find out more about accessibility.

Can I use my Oyster card?Yes, it's quick and easy to use Oyster to pay as you go, a discount is automatically applied to the cost of a ticket.
Find out more about fares with an Oyster card.

Can you hire out a cable car privately?Cabins can be hired at the cost of £90, this can accommodate 10 passengers.

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Frequent questions about Dial-a-Ride

How do I make/cancel a booking?
You must be a member, then you can make a booking. To amend or cancel a booking call 0343 222 7777*.

How do I complain about a late/early journey?
Call 0343 222 7777*, 06:00 to 24:00, seven days a week to find out where your vehicle is. If we fail to meet our service standards as set out in our Charter, contact us on the details below.

How do I complain about refusal of booking?
Find out about how availability works and our limitations. To make a complaint or submit comments and suggestions, please contact us on the details below.

Contact us for more help or to make a complaint

Contact us about roads

Frequent questions about Congestion Charge

Does the Congestion Charge apply if I travel in the zone on Saturdays or Sundays?
No. The charge does not apply if you travel into the charging zone, around the zone and out of the zone during a weekend.Find out more about the Congestion Charge zone.

Will I have to pay the charge if I am diverted into the zone?
If you are diverted into the charging zone by an official diversion, you don't have to pay the Congestion Charge but you must leave the charging zone as directed, or if no signs are provided, at the first available opportunity. All vehicles subject to a diversion should not receive a Penalty Charge Notice (PCN).Challenge a penalty charge.

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Frequent questions about the Low Emission Zone

How much is the daily charge and how can I pay it?
The Low Emission Zone (LEZ) daily charge is £100 for larger vans, minibuses and other specialist vehicles, and £200 for lorries, buses, coaches and other specialist heavy vehicles.
How to make a payment.

Contact us for more help or to make a complaint

Frequent questions about Freight

What is FORS?
The Fleet Operator Recognition Scheme (FORS) is a free, voluntary scheme operated by TfL. It encourages sustainable best practice for road freight operators who service and deliver in London, or who intend to do so.

How can I move freight by water or rail?
As the roads get congested further, many organisations are considering alternative modes of transport to reduce delivery delays and reliance on the road network.

Contact us for more help or to make a complaint

Frequent questions about walking

Where can I find more information about walking routes in London?Top walking routes can be found all across central and Greater London.

How can I plan my journey if I am walkingPlan a journey and select the walking icon before you enter your 'From' and 'To' locations.

What are you doing to make walking more accessible?
We want to encourage walking in the Capital and have developed a mapping and signage system called Legible London to help people find their way around easily.

Contact us for more help or to make a complaint

Frequent questions about coaches

How can I purchase a coach ticket?
Victoria Coach Station is responsible for the sale of tickets on behalf of coach operators departing from the station. Coach tickets can be purchased from the Ticket Office located by gate 21 in the departures terminal. The Ticket Office is open from 07:00 to 22:00, seven days a week and tickets can be purchased in advance, or on the day, up to 15 minutes prior to departure.

Contact us for more help or to make a complaint

Frequent questions about road issues

How can I report a problem with roadworks in London?Use ReportIt to tell us about any problems you have had with roadworks.

What are you doing to improve London's Roads?
As part of the Road Modernisation Plan we're investing £4billion into improving London's roads.

What is pedestrian countdown?Pedestrian countdown provides an improved crossing experience for pedestrians by using a digital countdown timer to display the remaining time available to cross.

What are your responsibilities on London's roads? Our job is to make the safest and most appropriate use of London's busiest roads. We manage the TfL Road Network (the TLRN or London's 'red routes') and are responsible for the maintenance, management and operation of the Capital's 6,000+ sets of traffic signals